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News | Dec. 13, 2023

IPPS-A Update: CRM Case Closures

Customer Relationship Management (CRM) cases that have been stagnant within the same Provider Group for over 180 days will be closed. This enhancement will clean up approximately 25% (~10,000) of aged cases within the system, and will provide us a true picture of trends and issues across all components.
Moving forward, the system will automatically close cases which exceed the 180-day standard. After closure, members will have 30 days to reopen any cases that still pertain to ongoing issues.
We understand that Army National Guard (ARNG) members may require more time to work on these cases. Therefore, ARNG members can note their status as an ARNG user in a CRM case; this will trigger an extension in the system to give them more time to complete the case.
Thank you for your continued support and patience as we improve IPPS-A.